Surface pen

Question

Hello everyone,

I have bought a new Surface Go in October 2018 (4-5 months ago) in the USA (but live in Germany) with all the accessoires including the new Surface Pen. However a few days ago my pen just stopped working. I thought I just need a new battery, but as I tried the brand new ones, it didn't work either. It won't light up no matter how long I hold the bottom. I also have all the latest updates and drivers. 

Nothing happened to it, I didn't drop it or anything, it just stopped working.

Is there a way to fix this issue? If not, is it possible to get it fixed or replaced by Microsoft if I still have the receipt and the package?

Thank you!

Answer 1

Hi gauharsg,

Thank you for posting your concern here.

We really sorry for the inconvenience that has caused you on your Surface Pen that stopped working. Thank you as well for performing basic troubleshooting steps on your Surface pen.

There are a lot of probable causes why this is happening on your Surface Pen right now. This could be a software issue which can be fixed by doing troubleshooting steps or this could be a hardware issue.

For us to better understand the issue, please answer the following questions for us to isolate.

• What is the model of the Surface Pen? For you to know the model, please see the information below,

     Surface Pro Pen (Ver 1) 

• • This is the original pen.
    • It came bundled with the Surface Pro 1, and Pro 2.
    • It is only compatible with the Surface Pro 1, and Pro 2 devices.
    • It is black, with a blue tip.
    • It does not pair via Bluetooth to the Surface device.
    • Microsoft does not sell this pen.
    • This pen has a clip.
    Surface Pen with Two Side Buttons (Ver 2)
    • This pen came bundled with Surface Pro 3 and can be used on Surface 3.
    • The pen is cylindrical all the way around.
    • This pen has two side buttons on the barrel that enable erasing and write clicking.
    • The grey version of this pen has a purple cap.
    • The pen pairs via Bluetooth.
    • This pen has a clip.
    Surface Pen with Single Button on Flat Edge (Ver 3)
    • This pen came bundled with Surface Pro 4, Surface Book, and Surface Studio.
    • There is a flat side of the pen, and it is not cylindrical all the way around.
    • There is a long single button on the flat side of the pen that goes from the tip of the pen to cap of the pen.
    • This pen pairs via Bluetooth.
    • This pen has a clip.
    Surface Pen with No Clip (Ver 4)
    • This pen does not come bundled in any device currently available.
    • There is a flat side of the pen, and it is not cylindrical all the way around.
    • There is a small single button on the flat side of the pen that is just above the tip of the pen.
    • The pen pairs via Bluetooth.
    • This pen has no clip.
• After you insert the new batteries on your Surface Pen, is there any light when you press the pen cap button? If not, please see the troubleshooting steps below.

To help resolve the issue, please try the following steps below,

Step 1: Download and run the Surface Diagnostic Toolkit. Leave your Surface plugged in to power while downloading and running the tool and make sure your Surface is connected to the Internet.

Step 2: Hold the pen cap down for one second, then release. Validate whether the pen is responsive. (Validation step to confirm device is not in a sleep state, clicking the pen cap will wake the pen.)

Step 3: Verify that the pen’s LED light is coming on. Hold the pen cap down 3-7 second, then release. Validate the pen’s pairing capabilities. (Validation step to confirm device functioning: If there is LED flashing this is not the correct topic (probable pairing issue)

Let us know how it goes. Looking forward to your response.

Best regards,

Mizey

Answer 2

Hello Mizey,

Thank you for the answer!

I have the Surface Pen with No Clip (Ver 4).

I have run through all the given steps:

1. According to Surface Diagnostic Toolkit there's no problem with my Surface Go. It didn't run the troubleshoot for the Surface Pen though (i don't know whether it was supposed to), as I have tried to remove the device from old bluetooth connections to try to reconnect it, and was never been able to connect to my Surface.
2. The pen is not responsive when I press the button for one second.
3. I also do not observe any respond from the pen as I press the cap for 3-7 seconds. The LED light won't turn up.

I have also tried to get a service help call in Germany, I got a call, was waiting for about 20 minutes for someone to answer, but then it just hang up. Looking forward for your answer, as I don't have time anymore to call because of the limited opening hours.

Thank you,

Gauhar

Answer 3

Hi gauharsg,

Thank you so much for your response.

With regard to your concern about the Surface Pen that stopped working and as what you have shared to me that there's no changes after you already performed those troubleshooting steps on your Surface device and to your Surface Pen. Since we already confirm that this is already a hardware failure on your Surface Pen and the best resolution that we can do here is to process a replacement.

Since there's no one answered your phone call from our Support, I can highly suggest if you could contact them through Chat Support on this link https://support.microsoft.com/en-au/products/surface-devices please click the "Try the Virtual Agent" at the lower bottom right corner for the screen.

Best regards,

Mizey